May 7, 2008

There is a better way to showing customer love than inundating them with marketing and communications that are not coordinated, not focused, redundant, inconsistent, and not cost-effective.

This is the case of many organizations that have multiple, decentralized, lines of business (LOB) that have their own revenue and profitability targets. Typically LOBs, branches, and call centers solicit customers and their business independently, with distinct marketing campaigns, promotional offers, and customer surveys.

What’s the way to improve our customer interactions?

Integrated Marketing Communications (IMC) is “a planning process designed to assure that all brand contacts received by a customer or prospect for a product, service, or organization are relevant to that person and consistent over time.” (American Marketing Association)

In DM Review, May 2008, Lisa Loftis provides us a vision of IMC utopia, where customer contact are coordinated, targeted, is helpful to the customer, and profitable to the firm:

“Imagine being able to coordinate and prioritize your entire program of promotions and communications across all customer touchpoints. You could eliminate conflicting offers across channels. You could stop inundating you bet customers with multiple marketing campaigns, You could deliver a seamless dialog with customers where every interaction is relevant to the customer, delivered at exactly the right time and satisfies a significant customer needs. In this universe, the very act of communicating with your customer fosters a positive experience, facilitates trust and expands the relationship.”

Why is IMC important?

“Timely, relevant communications go a long way toward increasing satisfaction, and there is no question that satisfied customers add to the bottom line.”

How is IMC related to User-centric Enterprise Architecture?

User-centric EA relies on IMC to make the architecture end-users experience more satisfying and beneficial to them and thus more valuable to the organization’s decision making. As opposed to traditional EA that often is user/customer blind and develops esoteric and convoluted “artifacts”, User-centric EA seeks to provide end-users with IMC-style information products based on relevant information that is easy to understand and readily available.

What are the enterprise technical solutions that need to be architected in order to build the overall organizational IMC capability?

Customer Relationship Manager (CRM) systems—utilizing CRM system to manage customer contacts. This includes an organization “building a database about its customers that described relationships in sufficient detail so that management, salespeople, people providing service, and perhaps the customer directly could access information, match customer needs with product plans and offerings, remind customers of service requirements, know what other products a customer had purchased, and so forth.”(www.techtarget.com)

Organizational Culture—adopting a customer contact optimization strategy in an organization that is decentralized is a tough sell.

In the end, developing true IMC capabilities involves moving the organization towards a more centralized model of asset management. That does not mean losing your agility and nimbleness in the marketplace in terms of strategy and decision making, but rather using your consolidated organizational assets (such as data warehouses and business intelligence, CRM systems, and the breadth of depth of your product offerings) to your advantage.You want a unified brand and voice when talking with the customer.

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About Me

Andy Blumenthal is a dynamic, award-winning leader with 30 years of experience delivering results across the public and private sectors.

Blumenthal is Deputy Chief Operating Officer at the U.S. Department of Health & Human Services, Office of the Assistant Secretary for Preparedness and Response. Previously, served progressively as Chief Information Officer, U.S. Department of State, Global Information Services; Chief Technology Officer, U.S. Department of Justice, Bureau of Alcohol, Tobacco, Firearms & Explosives; and Chief Enterprise Architect, U.S. Department of Homeland Security, Coast Guard and Secret Service.

Blumenthal has been honored with the Department of State's Meritorious Award, Department of Homeland Security's Excellence Award, CIO's Ones to Watch Award, and listed as one of the Top 25 Information Managers, Top 70 Federal Tech Pros, and Top 100 Social CIOs. Blumenthal is a recognized expert in organizational transformation who shares his best practices as an adjunct professor at Carnegie Mellon University, at his former column with Public CIO Magazine, and at his popular blog, The Total CIO. Blumenthal is known for spearheading best practices including: Leadership with Heart, The CIO Support Services Framework, and User-centric Enterprise Architecture.